ABOUT THE ROLE
We are seeking an experienced and driven Project Coordinator Supervisor to serve as the call center manager overseeing our team of Solar Project Coordinators. This is a hands-on leadership role — you will not only manage your team but also carry a small personal caseload of five client accounts, giving you direct visibility into the day-to-day coordination and challenges your team faces.

You will own quality, accountability, and performance across the department FROM monitoring email queues and call recordings to delivering monthly KPI reports to senior management. This role demands sharp attention to detail, strong communication, and the ability to keep high-stakes solar projects moving forward without missing a beat.
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WHAT YOU'LL OWN
Act as the call center manager overseeing all Project Coordinators, ensuring daily operations run smoothly and performance standards are upheld
Monitor department email inboxes to ensure no client communications are missed or left unaddressed
Review call recordings regularly for quality assurance and to identify coaching and training opportunities
Personally manage a caseload of 5 client accounts as a working Project Coordinator — identifying process gaps and modeling best practices for the team
Handle basic customer escalations directly and involve the Escalations Officer for complex or sensitive situations
Monitor and manage attendance, and issue write-ups in accordance with company policy when required
Conduct regular one-on-one meetings with each agent covering feedback, KPI performance, and individual development
Ensure the Department TV reporting dashboard remains current and reflects accurate, real-time data at all times
Identify delayed projects, intervene proactively, and assist coordinators in advancing stalled files back on track
Monitor project timelines closely, enforce the 3-day rule, and escalate pain points before they impact customers
Review and authenticate weekly reports and data submissions for accuracy before distribution
Deliver monthly reports to senior management covering department-wide KPIs and individual performance
Strengthen onboarding and training programs — ensuring new hires ramp quickly and existing staff stay sharp
Master all company software systems and serve as the team's go-to trainer for tools, workflows, and platform updates
Handle miscellaneous tasks and special requests from leadership as operational needs arise
Be available on evenings and weekends for extreme scenarios — including escalated client situations and managing field communications when required
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COMPENSATION & SCHEDULE
Base Wage: $25.00/hour On-Call Supplement Potential Bonuses. Fixed salary component added on top of hourly wages for after-hours availability.
Core Hours: 9:00 AM – 5:30 PM, Monday through Friday, in-office
After-Hours: As needed — infrequent, but expected when situations arise
Benefits: Full benefits package after 6 months of employment
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WHAT WE'RE LOOKING FOR
Proven experience in a call center supervisory or team lead role
Background in solar, construction, utilities, or project-based service industries strongly preferred
Flawless written and spoken English — clarity and professionalism are non-negotiable
Demonstrated ability to hold a team accountable to timelines and quality standards
Comfortable with KPI frameworks — you can read a dashboard, identify what's off, and act
Strong training instincts — you translate complex workflows into clear, teachable steps
Tech-proficient and adaptable — you learn new platforms quickly and become the team resource
Calm under pressure — when things go sideways after hours, you lead with composure
High personal standards — you hold yourself to the same accountability you expect from others
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Please let us know if you have:
Familiarity with CRM, project management, or scheduling platforms used in solar or parallel industries
Experience building or redesigning training programs for call center or coordination teams
A track record of measurably improving team KPIs in a previous leadership role
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HOW TO APPLY
Send your resume and a brief cover letter to:
jobapps@orizonenergy.ca